Customer Service Supervisor - iGaming - Onsite, Philippines

Location: Onsite, Parañaque, Metro Manila, Philippines

Employment Type: Full-time

About the Hiring Company:
We are a Philippine-based livestream gaming entertainment platform preparing to launch in Q3 2026. Operating under a Philippine Integrated Resorts and Casino license regulated by PAGCOR, we are building a dynamic team to deliver world-class digital entertainment experiences. Our platform combines live gaming, original programming, and interactive content to create a unique entertainment destination for our audience.

We are looking for service-oriented professionals who want to be part of something new and exciting from the ground up.

About the Role:

We are seeking a Customer Service Supervisor to support our Senior Manager, Customer Support in building and running the CS operations for our platform. You will supervise a team of customer service representatives, ensuring that player inquiries and issues are resolved quickly and professionally.

This role requires iGaming or online entertainment customer service experience, as you will be dealing with player-specific issues including account queries, payment concerns, and platform support in a fast-paced B2C environment.

You will play a key role in setting up CS processes and workflows during the platform's launch phase, making this an excellent opportunity for someone who wants to build something from the ground up.

Job Responsibilities:

• Team Supervision: Supervise and coach a team of customer service representatives to deliver excellent player support.

• CS Operations: Monitor and manage daily CS operations, including ticket queues, live chat, and email support channels.

• Escalation Management: Handle escalated player issues and complaints, ensuring timely and satisfactory resolution.

• SOP and Knowledge Base Development: Develop and maintain CS SOPs, scripts, and knowledge base articles.

• Performance Monitoring: Track and report on CS performance metrics (response time, resolution time, CSAT, first-contact resolution).

• Quality Assurance: Conduct regular quality assurance reviews of agent interactions. Provide coaching and feedback to team members.

• Cross-Functional Coordination: Coordinate with Risk and Fraud, CRM, and Product teams on player-related issues.

• Tools and Systems: Support the implementation and optimization of CS tools and ticketing systems (e.g., Zendesk, Freshdesk, Intercom, or similar).

• Scheduling: Schedule and manage shift rotas to ensure adequate coverage during operating hours.

• Training: Train new hires and conduct ongoing skills development sessions for the team.

The Successful Candidates:

• Minimum 2 years of experience in customer service within iGaming.

• Experience supervising or team-leading a group of customer service agents.

• Strong understanding of customer service metrics and quality standards.

• Experience with ticketing systems and live chat tools.

• Excellent problem-solving skills and ability to handle escalated issues calmly.

• Must be authorized to work in the Philippines.

• Strong communication skills in English.

What We Offer:

• Training and development programs

• Career advancement opportunities in a fast-growing company

• HMO healthcare plan with dental and vision coverage

• Group life and accident insurance

• Sick and vacation leave

• 3-day bereavement leave

• 13th month pay

• Government-mandated benefits (SSS, PHIC, Pag-IBIG)

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.